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DELIVERY AND RETURNS POLICY

DELIVERY POLICY

 

OUR DELIVERY SERVICE

 

At Five Little Ducks, we understand just how important it is that your gifts arrive on time and in good condition, particularly if they are for a special occasion like a birthday, a Christening, or a new arrival. We endeavour to offer the best level of customer service that we can; which includes dispatching goods promptly and packaging them with care. Obviously, things sometimes happen that are out of our control, but you can be assured that we aim to make the delivery process as smooth as possible, and if a problem does arise then we'll do our best to sort it out for you.



DELIVERY CHARGES

Orders over £75 (exclusions apply):  FREE Standard UK Delivery*

Orders of £75 and under:  our Standard UK Delivery* charge is £3.95

*Standard UK Delivery excludes deliveries to non-mainland UK, Scottish Highlands and Islands, Isle of Man, Isles of Scilly, Channel Islands, Northern Ireland, BFPO and non-UK overseas addresses. If you wish to check a particular postcode to clarify whether or not it is classed as standard delivery, please email melanie@fivelittleducks.com or telephone Customer Services on 07843 701263.

Free Standard UK Delivery* offer on orders over £75, excludes the value of Gift Vouchers and applies to the outward delivery costs from Five Little Ducks or any third party despatch outlet to the customer. The postage and packaging cost of any returns are to be paid for by the customer, unless the item is faulty (see our Returns Policy). We reserve the right to withdraw this offer at any time.

 

At the checkout: If the total value of items in your basket is over £75, the standard delivery charge will automatically be deducted from the amount to pay.

 

If however, your total order value is £75 or below, or if the Free Standard UK Delivery* offer is not applicable to your order (see exclusions), then please select the appropriate delivery option at the checkout. If the correct delivery option is not selected, we shall endeavour to contact you, as we are unable to process an order without the selection of an appropriate delivery option.

Overseas and BFPO addresses - Unfortunately, we do not ship to non-UK overseas or HM Forces' BFPO addresses.

 

Please Note for all Deliveries: 

 

For most orders, a signature shall be required upon receipt of goods.

Risk in the products passes to the customer once the products have been signed for on delivery. 

 

A telephone number is required at the checkout stage.  This is useful if there is a problem with your order or delivery.  It may be used by either ourselves if we need to contact you about your order, or by the delivery company if they need to get in touch with you with regard to delivering your parcel.  See our Privacy Policy.

DELIVERY TIMES AND AVAILABILITY

 

All orders are subject to stock availability.

All offers are subject to availability.

 

We endeavour to hold good stock levels and can fulfill the vast majority of orders quickly. However, because the type of gifts we sell are generally not mass-produced, and are often hand-made or hand-finished, some of our items may have a longer delivery time. If this is the case, information about the approximate delivery time will be indicated in the product details.

 

Information about delivery times for made-to-order, personalised, or special order items can be found in the product details for these items. Should you need your order for a specific date that is prior to the estimated delivery date, then please call customer services on 07843 701263, and we can advise whether or not we may be able to expedite the order as best as we can for you; although we cannot guarantee a particular short notice date.

 

If an item is out of stock, it should be indicated as such on the website, but occasionally an item may become out of stock before the website is updated. If an item is temporarily out of stock, it may therefore take a little longer to deliver. If an item you have ordered is temporarily unavailable, we shall attempt to notify you of any delay and let you know when it is expected to arrive. Should you wish to amend or cancel your order because an item is out of stock, then we will be happy to sort this out for you. Otherwise, we shall dispatch your item to you as soon as it arrives in stock.

 

 

Please note: Any date or period for delivery will be considered as a guide only.  Delivery times are subject to stock availability.  Five Little Ducks shall not be held responsible for delays to delivery caused by our suppliers, our delivery provider, adverse weather conditions or environmental circumstances beyond our control, your payment card issuer or any other third party. 

 

 

ENVIRONMENTAL PACKING NOTE

 

As a retailer of children's toys and gifts, we believe it is important to help to protect the planet for our children's future. We therefore try to minimise our impact on the environment, by re-using packaging materials, whilst still taking special care to make sure that your goods reach you in great condition. 

 

We also make a conscious effort to sell toys and gifts that are responsibly packaged. We try to steer clear of over-packaged toys where we can, and aim to use suppliers who are committed to environmental responsibility.

RETURN & EXCHANGE POLICY

If you wish to return an item, please email us at melanie@fivelittleducks.com or telephone Customer Services on 07843 701263, for a Return Authorisation Code, BEFORE you return any products to us.  

 

Please include details of the item, your order number and the reason for the return.

Once you have been issued with a return authorisation code, the address to return goods to is:

Five Little Ducks - Returns

Church Street

Baslow

Derbyshire

DE45 1RY

 

We do hope that you will be delighted with your purchase.  If however for any reason you are not completely happy, you can return your item (excludes personalised and special order items) within 28 days of receipt, in its original re-saleable condition and packaging, with any tags or labels still attached, for a full refund of the purchase price (less any outward postage and packaging and/or gift wrapping charges). 

 

Personalised and special order items are made-to-order and therefore cannot be cancelled, exchanged or refunded, (unless you make an error and contact us immediately, preferably by telephone if it is within our opening hours, or by email if not, explaining the mistake and then get a response from us in return that we have not yet commissioned your order. In which case, if we have not yet commissioned your personalised or special order, then we may agree at our discretion, to allow you to amend the details or cancel the order.) 

 

Please note: Any made-to-order, personalised item or special order item, once it has been commissioned, shall not be eligible for an exchange, or refund, unless it is faulty, damaged or incorrect as a result of an error made by ourselves. You are therefore advised to take extra care when specifying names, dates, spellings, colours, sizes, details etc. with any personalised or special order items.

 

With the exception of damaged or faulty goods, returns are sent at your expense and the postage charges are not refundable. Please note that the returned parcel is your responsibility until it reaches us, including any goods damaged in return transit back to ourselves. You may therefore wish to send your parcel by Recorded Delivery and keep a proof of postage, or for more expensive items you are advised to take out additional insurance by using a service such as Special Delivery or Standard Parcel with additional compensation. Please take care when you repackage a product, that you wrap it well and surround it in enough packaging to give it sufficient protection to avoid it getting damaged in the post on its way back to us. Upon receipt, we shall inspect the returned item/s and providing they have a valid Return Authorisation Code issued by Five Little Ducks Customer Services, and are in the original condition that they were sent to you in, and if you are within the terms that entitle you to a refund, we shall arrange to return any sum due to you within 30 days of us receiving the returned item.

Please note: An unwanted item must be returned in perfect re-saleable condition in its original undamaged packaging if a refund is required. 

(If we have wrapped your product in some outer tissue paper, we do understand that you will probably have had to take the tissue paper off to have a look at the item. As such, the outer tissue wrapping does not count as the product's original packaging.)

Many of our toys are made from natural wood and may differ slightly in shade and wood grain appearance or contain ‘knots’ or slight indentations. This should not be considered a fault, but rather as a unique characteristic of a beautiful natural material. We shall not accept goods to be damaged or faulty if the perceived defect is deemed to be a natural characteristic of the wood.

We pride ourselves in selling high quality products and check our products for any signs of fault or damage before they leave our premises. In the unfortunate event that you receive an item that was damaged or faulty at the point of sale, please accept our apologies and email melanie@fivelittleducks.com or telephone our Customer Services team on 07843 701263. If an item is discovered to have been faulty at the point of sale, you shall be entitled to receive a replacement or full refund, provided you have proof of purchase from our site and that the faulty item is returned complete with all its components within 28 days from the original date of purchase, and accompanied by a Return Authorisation Code obtained from Five Little Ducks Customer Services prior to returning the item. Please note: you shall not be entitled to a replacement or refund in respect of fair wear and tear to a product.

 

Your statutory customer rights are not affected by our returns policy.